Sol Accinelli
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Activity overview
Latest activity by Sol Accinelli-
Sol Accinelli commented,
Hi Sam! Thanks for the follow up! Yes, regarding the views, we had them ordered by last update, but we got excited about SLAs labels and wanted to use them instead as they are so graphic and we ho...
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Sol Accinelli commented,
Hi Wes! Yes, back and forth, thanks. Yes, of course, but still you could go over the full resolution time. Maybe we are too permissive with our 24hs SLA for next reply? Because with that rule, I g...
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Sol Accinelli commented,
Hi @Sam and @Matt, thank you for your feedback and tips. I see your point, and of course, you should see why the tickets get reopened after being solved, but regarding SLAs, what I wondered was how...
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Sol Accinelli commented,
Hi Sam! Thank you for your first post regarding SLAs in Zendesk. I want to share our experience using this feature to see how others are dealing with this in their teams. What SLA metrics does yo...
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Sol Accinelli commented,
Hi Erin! Thank you for your reply! I thought of a workaround that (I hope!) will accomplish what we need. Could you please review it and let me know if it makes sense? The basic idea is that we ne...
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Sol Accinelli commented,
+1 for Ola's comment. We want to start sorting Open tickets based on the SLA policies, but we are afraid that the rule will leave out all the tickets where the agent has created it on behalf of th...